Customer Service Excellence

Everything about the guest experience matters. From the moment a guest enters a venue, to the time they depart, all interactions matter. Everything the guest touches impacts their experience – even the smallest detail.

AIM for Excellence extends beyond our front-line staff – we expect the same from our partners and internal service providers – all interactions matter. A commitment to exceptional guest service and colleague interaction is part of our culture.

We have clear expectations in terms of providing service to our guests. With LEAF philosophy there are four categories:

Listen carefully during every guest interaction. Show guests they have your full attention by making eye contact, asking clarifying questions, and remembering the details.

Empathize with each guest as this is an opportunity to let them know that you understand their perspective. The more you can appreciate the view from their angle, the more quickly you will build rapport and a relationship built on trust. Empathize when giving directions, suggesting products, and especially when resolving a complaint.

Ask & Act - express a sincere desire to assist; ask questions as to how you can help each guest whether it’s in guest service, sales, or service recovery. Take ownership and don’t pass the buck onto other team members if it can be avoided. You represent WSL so use words like: “I can”, or “Let me see what I can do”, or “I’m sorry you had to …”. Act immediately and keep the guest in the communication loop.

Follow-up as this is your chance to build a solid relationship with our guest and prove the caring culture of WSL – if you have the opportunity contact the guest in person, by phone, email, etc., or invite them to come back and see you at a later date (later that day, next day, during their stay, next year).